Dispute Resolution Officer - Housing
Pertemps London
This is an excellent opportunity for someone with experience in housing complaints, customer resolution or dispute management who is passionate about delivering outstanding customer service while driving continuous service improvement.
Location: West London
Rate of Pay: £23.00 - £23.94 per hour (PAYE)
Contract: Temporary / Ongoing
Working Pattern: Hybrid (x2 Days Office)
Working closely with residents, operational teams and senior stakeholders, you'll investigate complex complaints, manage Ombudsman enquiries and ensure fair, timely and transparent outcomes in line with the Housing Ombudsman's Complaint Handling Code. Reporting to the Manager, you'll manage a varied caseload of complaints and enquiries from initial receipt through to resolution, ensuring excellent customer service and compliance with regulatory standards.
Key Responsibilities
- Manage housing complaints, enquiries and disputes from receipt through to resolution.
- Investigate complex and multi-service complaints, ensuring fair, robust and timely outcomes.
- Draft high-quality Stage 1, Stage 2 and Member enquiry responses.
- Respond to Housing Ombudsman enquiries and support Ombudsman investigations.
- Ensure all complaints are managed in accordance with the Housing Ombudsman's Complaint Handling Code.
- Liaise with Housing Officers, Repairs Teams, Contractors and internal departments to gather information and resolve cases.
- Monitor follow-up actions and ensure works are completed within agreed timescales.
- Meet with residents, including carrying out home visits where required, to support dispute resolution.
- Keep residents informed throughout the complaints process and manage expectations.
- Challenge service areas where standards have not been met and drive accountability.
- Analyse complaint trends and identify opportunities for service improvement.
- Contribute to performance reporting and lessons learned across the service.
- Maintain accurate records, audit trails and case management information.
- Manage a busy and varied caseload while consistently achieving KPIs and service standards.
- Support policy development, service reviews and continuous improvement initiatives.
We're looking for someone who can confidently manage complex complaints while building positive relationships with residents and stakeholders.
You will have
- Previous experience working within Housing Complaints, Dispute Resolution, Resident Services or Customer Resolution.
- Experience working within a Local Authority, Housing Association or Social Housing environment.
- Strong understanding of the Housing Ombudsman's Complaint Handling Code.
- Experience investigating complex complaints involving multiple service areas.
- Excellent written communication skills with experience drafting detailed complaint responses.
- Strong verbal communication and stakeholder management skills.
- Excellent negotiation and conflict resolution abilities.
- Experience managing a high-volume caseload and competing priorities.
- Experience using housing management or case management systems.
- Proficient IT skills, including Microsoft Office.
- Experience responding to Housing Ombudsman investigations.
- Knowledge of social housing legislation and regulation.
- Experience working with repairs and maintenance services.
- Experience producing management information and performance reports.
- CIH qualification or working towards one.
- Dispute Resolution Officer, Housing Complaints Officer, Complaints Officer, Customer Resolution Officer, Resident Resolution Officer, Resident Services Officer, Ombudsman Liaison Officer, Customer Relations Officer, Housing Officer (with complaints experience), Complaints & Enquiries Officer
Apply Now →
Application opens at the source listing. Free for jobseekers.